ITIL 4 Foundation Practice Exam

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What does utility refer to in ITIL?

The reliability of a product.
The total cost of ownership of a service.
The functionality a product or service offers to meet a need.
The performance metrics of a service.

The correct answer is: The functionality a product or service offers to meet a need.

Utility in ITIL refers to the functionality a product or service offers to meet a specific need. It is centered around the concept of "what" a service does and how well it fulfills the needs of the stakeholders. Utility ensures that the service provided has the features and capabilities that are useful and beneficial to the users, thereby contributing to the overall value delivered by the service. This understanding is crucial because service providers must align their offerings with the needs and expectations of their customers. By focusing on utility, organizations can ensure that they are delivering services that effectively solve problems and meet the demands of their user base, leading to improved satisfaction and better outcomes.